Name: Furniture Village
Address: 258 Bath RoadSlough, Berkshire
Rating: 1.30

“After weeks of speaking with Furniture Village about my hydraulics on my otterman bed (phone calls emails photos) they decided to come out on the 16th July to fix the issue. They used the old hydraulic and two screws which which fell off the bed to repair the bed. Since then I have had some sort of leakage from the hydraulic and this damaged the wood on the base of the bed with a nasty stain. Then my bed was completely locked in a position which it would not move or go down I contacted customer care team and they had completely the wrong information saying a new hydraulic was fitted to the bed this was not the case (the old one was used and was told the hydraulic was fine nothing wrong with it). Now August and my bed again failing I told them about my issues and again they wanted photos however these had already been submitted previously complete waste of time and the warranty stands for nothing if your thinking of buying any furniture in the future avoid this company at all costs. This is the last time I purchase anything from these. The furniture is not fit for purpose at the end of the day.”

Furniture Village 1 star review on 7th August 2024

Helpful Report

Posted 9 months ago

“absolutely disgusting service from furniture village. reported faulty seat bases on our sofa. furniture village refuse to accept the independent report done which we paid for claiming they must send out there own choice of contractor who are actually contracted to furniture village so it is not an independent report and based form what ive seen on here its a biased reported to fob off the customer. I am shocked at just how bad this company is.AVOID THEM AT ALL COSTS.”

Helpful Report

Posted 9 months ago

“Read reviews before purchasing in store I bought a sofa from this store Been going back and forth with them, put my first negative review up two weeks back and Northampton store manager rang me back saying we are not changing your sofa for you. Bare in mind I had told him What I wanted at point of sale and he advised me that is Is LHF sofa I need to purchase, when it arrived it turns out I need a right hand facing. I went back to store to see if they can assist and exchange even offered that they can take the 25% off and I will exchange or even exchange for store display which they had RHF he refused this. He told me if I bought underwear in store I would not be able to return it this applies to sofas which I strongly disagree you can return underwear in store as long as it’s not worn. I am looking to take this further as I have my own customer rights under the customer rights act 2015. To make it worse the sofa has been in my home For over two weeks now the smell is terrible toxin smell and it’s giving my little one with Asthma a terrible cough. Me or my child have not sat on the sofa since it was delivered. The cushins are not full and gapping in-between. The smell will not leave my house. I am looking to take this further and I was assisted in choosing the wrong sofa in store and he reassured me after explaining to him what I wanted that it is a right hand sofa. Customer service keep referring me back to store however store are not helping the one time he rang me back he hung up on me mid conversation all I took from what he said was we are not looking to assist you. Date of experience: 09 July 2024”

Helpful Report

Posted 10 months ago

“When I bought my sofa I explained how I… Wrong facing sofa.Not what I described to manager in store When I bought my sofa I explained how I wanted it to look in my room and Lee told me it’s a LHF sofa I wanted and I went with that. After racing my sofa it’s the wrong facing and it turns out I needed the RHF sofa. The delivery guys also saw that it was sitting wrong in sitting room. I just thought the sofa I needed was the LHF as I had described to already in store. I went into store on the 12/7/24 saw Lee he said he will send an email to see if tehy will agree for this to be swapped for me and return back on the 13/7/24, I went back on this day and he said there is. Nothing he can do for me because they had already swapped a sofa previously for me even though they took 25% of that. Lee went on to say this sofa is made to order and if you was to buy a pice of underwear you would not be able to return it to the shop so same applied to sofa. I don’t agree with this because this sofa is not made to order according to special measurements but it’s what the store sells on its website. He did not act According to The Consumer RIghts Act 2015. He was very dismissive saying there nothing I can do for you even though he was the one I explain to what I want and said it’s a LHF sofa I should get. They are lovely to you I store offering you drinks when buying once they get hold of your money they are rude. Also to add and record that they have a useless customer service and you're not important anymore once you've completed the purchase. Everything was possible before payment, after that they will opt to have an unhappy customer rather than exchange its product. Shame! The store manager rang me back on the 20/7/24 to basically say I am not doing anything for you. You chose this LHF sofa so basically deal with it and hung up the phone on me. It’s just a shame Very stressful and upsetting from a company whose own CEO said in ‘The Business Magazine’ that he believed in serving “customers right, give a customer a good deal and do what you say you’re going to do”. The sofa has a terrible smell that will not even go away which is affecting my little one who suffers from Asthma. Tried to shift and see if I can arrange the sofa to fit in my house but nothing works’ only to find out that the sofa fabric is under neath is strecthed and damaged the back cousins are not full. I repeat do not buy from Furniture village”

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Posted 10 months ago

“Avoid the worst company out there Waited 12 months for service.”

Helpful Report

Posted 10 months ago

“Bought a Peyton chaise corner sofa and snuggle chair for over £4000. after a few months the chaise has gone flat on one side and is very uncomfortable. Someone came to look and I got an email to say it wasn't a structural problem. It is obvious to it is a lack of padding over the foam as the seats that get sat on regularly are fine after plumping. Not good enough for the money spent. Customer service poor, they can talk the talk when buying but don't want to know of any problems. I have heard a few bad things about furniture village wish I had read more reviews before I made this purchase never again”

Helpful Report

Posted 10 months ago

“Sofas delivered. Zip broken and cushions faulty, very saggy and uncomfortable. Faults were accepted by F V and agreed to replace/repair but have done nothing. Emails go ignored. Have now sought legal advice, i wont let this go.... would never purchase from them again.”

Helpful Report

Posted 10 months ago

“I just want to make people aware pls do not buy sofas from FV. Very poor qualities. Items delivered is not the same what you will see in the showroom. Happened twice with me. Their makers are in Italy and they do not have skillled makeres. You will bagginess, gathers and unfinished seam lines. I purchased sofa 7k turned out to be a complete scam. Badly finished lots of gathers and looseness. When you will raise concern they will send specialist from the company called Emiera. You can check google Emiera is not renowned. Their specialist will overlook all the visually bad effects of sofa and in the report will say sofa is ok and FV no mater how much dissatisfied you will be, share photographs where a layman can also say that something is wrong, they will not help saying specialist recommended no fault.so pls do not buy any customozed ones or the sofas that are coming from Italy or spain. Fv is making customers fool. Very bad customer service.”

Furniture Village 1 star review on 16th July 2024

Helpful Report

Posted 10 months ago

“I looked on line seen two chairs in clearance at Gateshead store however unable to order on line so went to the store sat 6 July orded a stool to match which would take up to 11 weeks to arrive. I received the chairs on Thursday 11 July which then realised not enough room for the stool. I rang the store straight away was advised she would pass on to head office and should be processed by the following week. I rang again on Friday the 12 July and was advised it is in hand. I waited till 15 july Monday and rang and spoke to Rosie who served us she advised nothing had been cancelled and it would cost us 25,percent to cancel when I'd I could have ordered on line would have cost us nothing I was very annoyed as would be out of pocket £75 which I can ill afford when my husband has Alzheimer's and I recently had a hip replacement and we are both retired. The manager confirmed you need to cancel within 48hours of ordering which I think is not achievable and compared to ordering on line would get full refund. He did offer a discount for my next visit to the store however this will never happen I don't go back to companies that rip people off. Very very disappointed.”

Helpful Report

Posted 10 months ago

“I bought a sofa from furniture village and I went in store’ the sales manager assisted me. I told him how I want the. l shape sofa and where I want to go face he told me that it’s a LHF sofa I need. When it was delivered it was actually the wrong facing it turns out I needed a RHF sofa. I went back to store and he refused saying they can’t replace the sofa it will cost them £100 to collect and £300 to dispose of the sofa. Exchange will cost the business. He referenced me buying a piece of underwear saying it’s similar you cannot return underwear once you buy from store. I told him I need to take this further and said no one will do anything because I don’t gave the right for exchange. I am looking to take this further as I have every right to to exchange under the consumer rights ACT. Has anyone experienced this with FV”

Helpful Report

Posted 10 months ago

“I purchased an Ottoman bed from this store. Faulty Hydraulics in less than 6 months and my disabled son had no bed for a month. Hydraulics faulty again & I’m now told a bed with 20yr warranty only has 2yr warranty for its hydraulics. A joke right. I will be reporting this to Trading Standards.”

Furniture Village 1 star review on 12th July 2024

Helpful Report

Posted 10 months ago

“SHOCKING customer srrvice. You must read before buying from Furnature Village I purchased a rise recliner leather chair on 23/05/23. Cost £1,124. Within six months the leather was peeling off the left arm. I complained at FV Nottm. They said the care and protection chaps would have a look. They came on 26/03/24, 7 weeks after logging the complaint. Chap came asked a multitde of questions including what medication my fathers taking and took dozens of photos. He said it was caused by bodily fluids. He seemed a little negative. I pointed out on the policy it clearly states that body fluids are covered. He said that its possibly caused because my father is on warfarin. He said they would be in contact to set a date for repair within two weeks. Nothing heard. Phoned them on 09/04/24 said they would look into it and call us back. Five weeks had passed and on 25/04/24 we phoned them, we were passed from the repair company to furnature village 8 or 9 times spent almost two hours on the phone. The repair company EMMIERA said they had no record of us. WOW terrible customer service. Booked them to come again. Arrived 03/06/24, this is now 4 months since my complaint to FV. Another chap arrived, he looked at the chair from about 3 yards away and said straight away "not covered for repair because damaged by body fluids" i explained to him that someone from his firm had already been and said that it would be done. He went out to his van to make a phone call. When he returned he immediately said its not covered because my father takes warfarin and that has caused the peeling. I had not said anything about my fathers medication to him but after the phone call he knew about it. Its clear that Emmiera are liers. I said that the policy clearly states body fluids, he said its not covered because of warfarin, i said that it does not say anywhere on the policy that medications are not covered, he replied "its a grey area". I said i read black and white. On the 05/06/24 i went to Furnature Village, Castle Marina, Nottingham. I saw the manager Dave P. I fully explained all the above and the poor treatment. He looked at his computer and said that the care repair had closed my claim on the 30/03/24 after the first visit. He said they had sent my wife the report via email. I informed Dave P that we had not received any report, he would not print a copy of this report for me. He said he would get Emmiera to send it to us. Within the report that Dave read to me, it said that their is no fault of the manufacturers. I said to dave that clearly, a new chair would not peel like it has. Also with all the poor customer service from Emmiera that this is not right. I said to Dave the manager, that i had reported the fault approximately 7 months after buying the chair and had nothing but shocking treatment resulting in extreme stress for my elderly parents. I requested that i be refunded the full price we paid for the chair. His reply was "its not FV responsibility when its bought, its down to the repairers. Dave was very uncaring and not bothered. Its clear to me, that you have our money and dont care. The furnature repairers look for any excuse not to do the repair which would cost about £500. The furnature company should not be asking any customers about their medications. They are not toxicologists. I showed my pharmacist a picture of the damage, she said that taking warfarin would not cause it. It is clearly a poor quality chair, sold as leather. Not leather then colour sprayed. I am very dissapointed with the whole process. If its warfarin causing this damage, my father must be sweating buckets. Also its just the left arm of the chair, surely the right arm and where his head rests would be damaged. I warn others buying from FV and taking out damage and accident cover. Its a con, worthless waste of money sold by FV to remove responibility from them. This happened within months of buying it. Any goods purchased are covered against damage for the first 12 months. The Nottingham store manager says this is not so. Ord num - 29R281412 Date of experience: 05 June 2024”

Helpful Report

Posted 11 months ago

“Your a disgusting company and please anyone out there thinking of using furniture village please DON’T they tell you a pack of lies about their guarantee it’s not worth the paper it’s wrote on and they take your money for it, we have a problem with the fabric on our sofa after less than a week and they have done nothing to address it CAUTION do not go near their stores”

Helpful Report

Posted 11 months ago

“We prefer leeds Birstall store , staff remember us as customers, very proffessional and helpful. Nothing too much trouble , quality of our furniture very good. Great team will shop again.”

Helpful Report

Posted 11 months ago

“Brought a suite. Love it. But on one chair skin is peeling. Took out their protectiion cover. Waste of money. It does not cover this problem. Contacted ombudsman They say nothing can be done. Disgusting Don’t take out protection cover not worth paper it’s written on.”

Furniture Village 1 star review on 15th June 2024

Helpful Report

Posted 11 months ago

“SHOCKING customer srrvice. You must read before buying from Furnature Village I purchased a rise recliner leather chair on 23/05/23. Cost £1,124. Within six months the leather was peeling off the left arm. I complained at FV Nottm. They said the care and protection chaps would have a look. They came on 26/03/24, 7 weeks after logging the complaint. Chap came asked a multitde of questions including what medication my fathers taking and took dozens of photos. He said it was caused by bodily fluids. He seemed a little negative. I pointed out on the policy it clearly states that body fluids are covered. He said that its possibly caused because my father is on warfarin. He said they would be in contact to set a date for repair within two weeks. Nothing heard. Phoned them on 09/04/24 said they would look into it and call us back. Five weeks had passed and on 25/04/24 we phoned them, we were passed from the repair company to furnature village 8 or 9 times spent almost two hours on the phone. The repair company EMMIERA said they had no record of us. WOW terrible customer service. Booked them to come again. Arrived 03/06/24, this is now 4 months since my complaint to FV. Another chap arrived, he looked at the chair from about 3 yards away and said straight away "not covered for repair because damaged by body fluids" i explained to him that someone from his firm had already been and said that it would be done. He went out to his van to make a phone call. When he returned he immediately said its not covered because my father takes warfarin and that has caused the peeling. I had not said anything about my fathers medication to him but after the phone call he knew about it. Its clear that Emmiera are liers. I said that the policy clearly states body fluids, he said its not covered because of warfarin, i said that it does not say anywhere on the policy that medications are not covered, he replied "its a grey area". I said i read black and white. On the 05/06/24 i went to Furnature Village, Castle Marina, Nottingham. I saw the manager Dave P. I fully explained all the above and the poor treatment. He looked at his computer and said that the care repair had closed my claim on the 30/03/24 after the first visit. He said they had sent my wife the report via email. I informed Dave P that we had not received any report, he would not print a copy of this report for me. He said he would get Emmiera to send it to us. Within the report that Dave read to me, it said that their is no fault of the manufacturers. I said to dave that clearly, a new chair would not peel like it has. Also with all the poor customer service from Emmiera that this is not right. I said to Dave the manager, that i had reported the fault approximately 7 months after buying the chair and had nothing but shocking treatment resulting in extreme stress for my elderly parents. I requested that i be refunded the full price we paid for the chair. His reply was "its not FV responsibility when its bought, its down to the repairers. Dave was very uncaring and not bothered. Its clear to me, that you have our money and dont care. The furnature repairers look for any excuse not to do the repair which would cost about £500. The furnature company should not be asking any customers about their medications. They are not toxicologists. I showed my pharmacist a picture of the damage, she said that taking warfarin would not cause it. It is clearly a poor quality chair, sold as leather. Not leather then colour sprayed. I am very dissapointed with the whole process. If its warfarin causing this damage, my father must be sweating buckets. Also its just the left arm of the chair, surely the right arm and where his head rests would be damaged. I warn others buying from FV and taking out damage and accident cover. Its a con, worthless waste of money sold by FV to remove responibility from them. This happened within months of buying it. Any goods purchased are covered against damage for the first 12 months. The Nottingham store manager says this is not so. Ord num - 29R281412 Date of experience: 05 June 2024”

Helpful Report

Posted 11 months ago

“Unfortunately my faux leather sofa has only lasted 3 years and I paid £700 for it. After a year of having it, the material started to discolour and the material is peeling off. Very disappointed”

Helpful Report

Posted 11 months ago

“The riser recline chair purchased and delivered on 28th May has the same defects as many others ( see Colin Wise and other photos ) The depressions in the seating area happened within 3-4 days. After several emails and a so called independent expert came and with much effort flattened out the upholstery (so called dressed the seat) The so called ponding came back worse than before. After another few emails I was fobbed of by 3 different customer service persons. The answer was the same as many other customers that it was natural settlement !! I did make the point that if this happens then why was I not told of this at the point of sale?”

Helpful Report

Posted 11 months ago

“Have just read the multiple dreadful reviews can’t believe this company is still trading I bought some bedroom furniture in February so far only had bed and side table delivered the delivery has changed up to now three times still no accurate date yet Tried to track order now saying my order can’t be tracked !!???? Phoned the number they show on their website when u can’t track order spoke to customer service who said they have no idea as this was after sales even though they advised to call the number ?? I will never buy from this company again it’s dreadful on the same day as buying this bedroom furniture I also bought some from next was delivered and in place and bedroom been in use well over 6 weeks as yet still awaiting the rest of my furniture and a bedroom that can’t be used If they have such issues with delivery possibly use someone else or be honest at time of sale that orders are taken well over 6 months but my advise spend your money elsewhere”

Helpful Report

Posted 11 months ago

“If I could give a score of -5* review I would as this would be more reflective of the experience. I placed an order at Northampton Riverside store, paid the deposit and was advised of the lead time for the item. I received voicemail message from the sales manager on 18 May to say that the order was in and I needed to call up to pay the balance so that delivery arrangements could be made. I tried several times on 18 May to ring the store and every day sometimes several times per day to get hold of the store before contacting your contact centre on 23 May to raise concerns regarding this. To my disappointment all anyone was interested in doing is directing me to the store despite me saying the reason for my call was because I had been trying without success over the past week to get hold of the store, to pay them money! I was assured by the agent that they would contact the store asking them to contact me but nothing came. So I had no choice but to continue my attempt to contact the store and eventually managed to speak to an agent who checked with the sales manager and he could be heard to say the order was ready. I paid the balance on 23 May and again I’ve heard nothing about the delivery despite many failed attempts to contact the store. I called the contact centre again after over a week of not being able to get hold of the store to be told the order is in a container in transit from Italy so not even in the UK and therefore not available for delivery. This is after I had been told 2 weeks earlier the order was available for delivery upon receipt of balance funds. When I sought to query this in the hope of some clarity the agent was interested in doing was kicking the can down the road and passing me back to the store, despite me having made it clear that my reason for escalating the issue was due to struggling to get hold of anyone and frankly being lied to on two separate occasions. I had expressly said that unless the order was available to be delivered I would not be willing to pay the balance and I assured that the order would be delivered upon the balance being paid. I’ve paid £700 and I have no idea where my order is or when my order will arrive. This was my first experience with furniture village and it will without doubt be the absolute last for me anyone else who cares to listen to me. I have never experienced such poor service or dealt with a company that is so uninterested in customer service. This has been a horrid experience and one that on a human level I would not wish anyone else to experience. The thing that sums this company up is that over and above all this I made a formal complaint to customer relation and I’ve not even received an acknowledgement never mind any sort of explanation and/or resolution.”

Helpful Report

Posted 11 months ago

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